Help Desk Technician, Full Time, Information Systems

Rochelle Community Hospital; Rochelle (IL); On-site; USD 50,000 - 75,000; Full time

Job summary

Rochelle Community Hospital is seeking an IT Support professional to install, upgrade, and troubleshoot hospital hardware and software. You will administer the Help Desk system, collaborate with departments, and assist with Epic and related applications while maintaining equipment records and supporting project implementations.

The role requires 2 years of hands-on IT experience, an associate degree or equivalent, and strong communication and organizational skills to support a demanding

Qualifications

• Associate degree or equivalent hands-on experience in information technology or related field.
• Two years of hands-on experience in a computer-related setting, through work or education.

Responsibilities

• Install, upgrade, maintain, troubleshoot hardware and software on hospital computing equipment.
• Administer Help Desk tickets and track requests through completion.
• Collaborate with hospital departments to diagnose and resolve IT issues.
• Define hardware/software needs and coordinate with vendor support for problems.
• Educate users on technical processes and equipment.
• Support Epic and related clinical/business applications as needed.

Skills

Organizational skills

Clear communication

User interaction

Troubleshooting

Windows 11

Windows Server 2019/2022

Microsoft 365

VMware

HPE switches

Epic knowledge

Active Directory

Printer troubleshooting

Education

Associate degree or equivalent

Tools

VMware

HPE switches

Epic

Active Directory

NetHealth/Agility

Premier ERP

Microsoft 365

Job description

GENERAL APPLICATION INFORMATION

Rochelle Community Hospital is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, gender, national origin, sexual orientation, age, marital status, medical condition, disability, protected veteran status, or any other legally protected status. All offers are contingent upon successful passing of a post-offer substance testing, positive reference checks and background check and your ability to establish your employment eligibility in the United States. No sponsorship is available for this position.

POSITION SUMMARY

Provides technical support by installing, repairing, upgrading, and modifying PC hardware and software while analyzing application compatibility and resolving technical issues. Maintains equipment records and inventory, supports project implementations, escalates complex issues as needed, and provides timely technical assistance.

DUTIES AND RESPONSIBILITIES

Technical Support

• Installs, upgrades, maintains, troubleshoots, and repairs hardware and software on all hospital computing equipment.
• Administers the Help Desk ticketing system and tracks support requests through completion.
• Collaborate with hospital departments to diagnose and resolve information systems and computer issues.
• Defines hardware and software needs and consults with vendor support personnel to resolve hardware and software problems.
• Educate users on technical operational processes and equipment.
• Speech Recognition setup/support.
• Aids with project implementations.

Account Management

• Supports Epic and related clinical and business applications as needed.
• Setup EPCS on providers phones.
• Active Directory - creates new hospital accounts.
• Manage vendor/contracted staff GASF forms.
• GASF Audits, twice a year from PointCore.
• Monthly compliance Audits.
• Accounts Payable Audit.
• Set up UserID/Password for NetHealth/Agility, Premier ERP.
• Participates in the establishment and revision of IS procedures to promote efficiency, accuracy, and HIPAA Security Rule compliance.

Maintains Equipment

• Maintains records and inventory of computer equipment.

General Hospital Expectations

• The Joint Commission requires healthcare organizations to establish and enforce strict standards of behavior to ensure a safe, respectful, and high-quality care environment.
• Participate in quality improvement initiatives, performance improvement activities, departmental meetings and organizational meetings as required.
• Maintain required training and/or education per hospital guidelines.
  • Legal Right to Practice; credential, licensure, certification, membership
  • HealthStream Modules
• Follow and maintain all employee health and safety policy, including hygiene and hazard mitigation while on duty.
• Adhere to all safety protocols, including utilizing proper lifting techniques and asking for assistance when loads exceed individual capacity and follow any required protective equipment (PPE) for peers, patients and community.
• Promptly report safety issues such hazardous conditions, job-related injury or illness, and seek guidance or treatment.
• Follows all professional standards, policies, procedures, best practices, clinical protocols of federal/state/local requirements and regulatory organizations.
• Maintains strict confidentiality of patients, records, financials, department and hospital information applicable to HIPAA and law/policy.
• Portrays professional, positive, caring, high-quality, safe and kind experience for visitors, patients, physicians and staff.
• Supports and promotes an environment conducive to Standards of Behavior, Mission, Vision and Values of the hospital.
• Other duties as assigned within scope of job and organization.

POSITION QUALIFICATIONS

Minimum Required Education

• Associate degree, relevant coursework or certifications, or equivalent hands-on experience in information technology, system administration, network administration, or a related field.

Experience Level

• Two years of hands-on experience in a computer-related setting, through work or education

Skills/Competency

• Must be able to work effectively under time constraints while managing multiple tasks, demonstrate strong organizational skills, communicate clearly, and interact effectively with users of varying technical skill levels.
• Understanding of common troubleshooting methodologies for resolving technical issues.
• Proficiency with Microsoft desktop operating systems (Windows 11), Microsoft server operating systems (Windows Server 2019, and 2022), and Microsoft 365.
• Experience with server virtualization (VMware) or HPE switches is strongly preferred.
• Basic troubleshooting of desktops, laptops, printers and other technical equipment.
• Hospital data processing experience is preferred, and Epic knowledge is preferred.

WORK ENVIRONMENT/PHYSICAL DEMANDS/ACTIVITIES

Typical Working Conditions

Fosters collaboration, interaction, open communication, and employee well-being, leading to excellent patient care and job satisfaction. Working in hospitals/clinics involves interacting with patients, other staff, providers, public, etc. and exposure to communicable disease, bodily fluids, medicinal preparations, cleaning fluids, medical waste, radiation and other hazardous conditions common to the healthcare environment.

Physical Demands/Activities

• The ideal candidate must be able to perform essential job functions and complete all physical requirements of the job with or without reasonable accommodation.
• Collaboration is constant. Staff must frequently communicate with patients, doctors, nurses, technicians, other staff, administrative personnel and outside customers.
• Communication- Ability to accurately, clearly and effectively exchange information, ideas, and feedback with diverse teams, patients, community, visitors, medical staff and clients. Strong written and interpersonal skills, with an openness to adapting communication methods to ensure team accessibility and excellent patient care.
• Exertion: Medium- Lifting/Carrying/Moving, occasionally not more than 50 lbs. maximum, with frequent Lifting/Carrying/Moving of objects weighing up to 25 lbs, constantly exerting up to 10 lbs. If exert beyond limit must use proper techniques and assistance tools.
• Mobility: Use proper body mechanics in lifting, pushing, pulling, bending and stooping. Requires sitting 70 percent of each day.
• Sensory Abilities: Regular use of speech, vision and hearing.
• Dexterity: Repetitive manual and motor coordination, fine manipulation of hands and fingers.

Rochelle Community Hospital Association position descriptions are guidelines. They are not intended to identify every task that an employee will be asked to do. They are intended to provide a general outline of the work, responsibilities, and qualifications of the position. Employees are expected to provide whatever assistant is needed so that both individual and organizational success can be achieved.